Skill diminta
AccurateCommunicationCustomer SupportLeadershipLinuxTeamwork
Deskripsi
Tanggung Jawab
About the Role
- Care Line Support is responsible for resolving and coordinating customer issues related to ESB products. This role requires
- empathy in understanding customer needs, honesty in providing solutions, and agility in responding to customer and team needs
- while maintaining excellent service quality.
- What You’ll Do (Responsibilities)
Courteously provide answers and solutions for technical or non-technical issues related to ESB products via messaging channels or phone calls, ensuring
- clear, accurate, and customer-focused communication
- Proactively follow up on open tickets to ensure client satisfaction and build
- trust through responsive support
- Handle the ticketing system and track each issue through to closure with accuracy and accountability.
- Manage and coordinate team schedules to provide optimal support coverage and respond effectively to changing operational needs.
- Ensure the team’s quality of service remains aligned with ESB’s service standards and customer expectations.
- Enhance team capabilities, including knowledge sharing, collaboration, and teamwork to deliver better customer support.
- Provide day-to-day reporting to managers and suggest product improvements based on customer feedback and experiences.
Kualifikasi
- What Capabilities You’ll Need (Requirements)
- SMK, D3, or Bachelor’s degree in Management, Information Technology/System, or a related field.
- Experience with Hardware, OS (Windows/Linux), and Networking.
- Mid to high technology savviness with the ability to explain complex technical concepts in a simple and easy-to-understand manner.
- Excellent communication and problem-solving skills, with the ability to provide
- honest and effective solutions
- Calm and professional demeanor, strong interpersonal skills, detail-oriented, able to work under pressure, and a team player.
- Fast learner with the ability to
- adapt quickly
- and manage multiple priorities effectively.
- Strong
- empathy
- and customer-oriented mindset.
- Good leadership and coordination skills, with the ability to collaborate and support team success.